IRD - Designing a multi-tax solution
This project consisted of a complete redesign of the digital service for the IRD (Inland Revenue Department), the tax administration in Anguilla. However, the project’s goal is to create a general design solution for other tax offices as well.
Although the full project contained both the back-office system and online tax portal, this section will focus only on the tax portal.
The goal for the online tax portal was for tax payers to easily file and pay their taxes online, without having to physically go to the IRD office. I was involved in various trajectories to analyze and understand the tax processes of the IRD. I helped translate these detailed business processes into understandable customer journeys that would be the guidelines for the structure of the online portall
- Analyzing requirements & client needs
- Writing user stories & creating a story map
- Creating an overall UX strategy based on user goals
- Understanding and translating business processes
- Creating interactions and content for individual pages
- Creating a visual style for the platform
- Testing the final concept
To kick-off the project, I organized workshops with the product owner, business analyst and project manager. In this workshop, we specified the overall project goal and target user groups. This helped anchor the project and make relevant design decisions later on.
Together with the product owner & project manager, I helped specify the provided business requirements into clear and detailed user stories. I also aided the PO in providing a clear user story mapping. This helped to visualize the goals for the project and prioritize them into corresponding sprints. I even helped to further specify these goals, in order to filter out any unnecessary requirements and make sure the stories provided enough room for design (e.g., not specifying a solution).
We used this user story mapping to guide the planning and design for the entire project.
As the lead UX/UI designer, I was in charge of creating both a consistent and usable user experience and designing a visual style that represents the IRD and is both clear and accessible.
I started the process by detailing out the specific user goals for this online portal (filing and paying taxes) and basing the UX strategy and all user flows around these goals. I created a site map for the new portal, indication routes the user could take to get to his goal. I also created the user flows for the main flows before diving into the visual design. This not only helped to specify the UX, but also allowed me to communicate and discuss with the stakeholders at an early stage about specific requirements.
Using these flows and specific interactions, I worked closely together with a solution architect to specify scenario’s, technical requirements and specifications to detail out the designs.
Lastly, I used the current IRD logo as an inspiration for the visual style for the portal. The goal for the portal was to be as clear and neat as possible, while referencing the IRD through visual elements. I brainstormed various options, and designed all pages for each corresponding user story in the chose style.
Along the way, I presented the flows, ideas and visual style to the client and other stakeholders. This helped to create an early buy-in, and make specifications along the way.
Lastly, the final concept was tested with actual users provided by the IRD. During this usertest, I asked users to run through various typical scenario’s (e.g. file a tax form) and discuss any problems or issues. This helped me tweak the designs even further, in order to create the best user experience.
The final portal design focusses on supporting the user in his/her main goals by clearly providing the most relevant information up-front. The design aims to guide the user by helping him/her understand what is going on right away (notifications), and guiding him/her to the correct actions to take (open tasks).
The online portal will allow many of the services provided by IRD to be easily accessible online. It simplifies the processes and actions required by the users, in order to increase tax compliancy.
Together with a third party, the design for this portal has been implemented and a first version can currently be used by inhabitants of Anguilla. The portal is currently still under development and being expanded further with additional tax types and services. Furthermore, the portal serves as a starting point on which to build for many more online portals to come. You can read more about this here: https://www.bearingpointcaribbean.com/blog/successful-go-live-of-anguilla-ird-portal/